Latest Release of RightNow CX Extends Leading Customer Experience Suite

Published on September 6, 2011 in Computer Software, Technology

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RightNow CX Includes New Twitter Capabilities to Help Service Agents Ensure Great Customer Experiences on the Social Web

BOZEMAN, Mont. (September 06, 2011) – RightNow’s (NASDAQ: RNOW) latest release of RightNow CX, the customer experience suite, is now generally available. RightNow CX boasts new features including Agent Desktop Twitter Following and tight integration between Intent Guide and the RightNow Knowledge Foundation.

“RightNow continues to innovate and build new capabilities that help power great experiences for the world’s leading consumer organizations. The enhancements to RightNow CX include new knowledge management and social functionality, making RightNow CX a powerful solution for delivering premium customer experiences.”
David Vap, chief solutions officer, RightNow

RightNow Taps into Twitter for Better Customer Experiences

New with RightNow CX is Agent Desktop Twitter Following. This feature allows service agents to ‘Follow’ customers directly from within the RightNow Dynamic Agent Desktop, making it unnecessary to launch a separate browser and log onto Twitter. By ‘Following’ a customer, agents can transition discussions to direct or private messaging for more insightful interactions.

Agent Desktop Twitter Following complements RightNow Cloud Monitor, a social media monitoring tool, which allows companies to listen to and join conversations consumers are having on the social web. Whether on Twitter, YouTube, Facebook, within a RightNow powered Community or RSS feed from the blogosphere, Cloud Monitor makes it possible for organizations to automatically capture posts related to their brand and determine next steps to address consumers’ needs.

New Release Amps Up Intent Guide

RightNow Intent Guide is the most effective way to engage with online consumers looking for information, service or support. Intent Guide identifies the intent behind a query to eliminate irrelevant search results and get to the answers that customers are seeking. Intent Guide can also deliver contextual offers with the answers to help customers get more out of each interaction.

Intent Guide was added to RightNow CX with the acquisition of Q-go. Now, in the latest release, Intent Guide has been tightly integrated with RightNow CX making it possible for organizations to easily leverage the best of RightNow’s knowledge management capabilities with Intent Guide’s ability to capture queries, understand intent and match it to high value content.

RightNow CX has additional new features, including:

  • SimpliCTI Media Bar for Cisco UCCE Integration
  • Enhanced Mailbox Branding

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies,

FRNOW

All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management’s beliefs, and certain assumptions made by us, all of which are subject to change. The risks and uncertainties referred to above include, but are not limited to, our ability to successfully market the benefits of RightNow CX August 2011 our business model; our ability to develop or acquire and gain market acceptance for new products and enhancements to existing products in a cost-effective and timely manner; general economic conditions; fluctuations in foreign currency exchange; the gain or loss of key customers; competitive pressures and other similar factors such as the availability and pricing of competing products and technologies and the resulting effects on sales and pricing of our products; our ability to expand or contract operations, manage expenses and grow profitability; the rate at which our present and future customers adopt our existing and future products and services; fluctuations in our operating results including our revenue mix and our rate of growth; fluctuations in backlog; the risk that our investments in partner relationships and additional employees will not achieve expected results; interruptions or delays in our hosting operations; breaches of our security measures; our ability to protect our intellectual property from infringement, and to avoid infringing on the intellectual property rights of third parties; any unanticipated ambiguities in fair value accounting standards; the amount and timing of any stock repurchases under our stock repurchase program; fluctuations in our operating results from the impact of stock-based compensation expense; our ability to manage and expand our partner relationships; our ability to hire, retain and motivate our employees and manage our growth; the risks associated with prior and future acquisitions; and risks associated with our offering of convertible senior notes including the potential impact on earnings per share calculations; and various other factors. Further information on potential factors that could affect our financial results is included in our Annual Report on Form 10-K, quarterly reports on Form 10-Q, and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.

Source: RightNow

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